Like many of you, I buy a lot of stuff — including electronics equipment — online. But I’ll still go to bricks & mortar stores from time to time, including my local Best Buy. I know that anything I can find inside a Best Buy store (and then some) can be bought online. Yet I still venture out and visit those stores. Why? And what does this have to do with your business? Watch this video for the answers.
Transcription of Video Below
I just left that store over there. You’re probably familiar with it: Best Buy.
This is not a Best Buy commercial and I’m not endorsed by Best Buy and they’re not paying me to do it. So it’s really not about Best Buy either.
What it’s really about is every time I go in that place something’s different.
Something’s new. Something’s changed. It’s the latest greatest. You know they say in technology: if it works it’s obsolete. But what I learn every time I go in there is that the world keeps moving forward. It keeps advancing and whether we like it or not the things that are changing are impacting our lives and we have to learn to adapt. And if we don’t adapt we’re going to be pretty miserable people.
So let me ask you: are you adapting to your consumer?
You know the consumer’s not staying the same. They’re continuing to change, They have higher levels of expectation, they don’t care about your priorities, they don’t care about your budgets. They care about the service that you provide. They care about the engagement that you have with them.
Now speaking of that, one of the reasons that I will go to a big box store or to a retail store rather than online is because sometimes it’s because of the engagement
Now there’s the advantages of Amazon and all the other online processes that you can go through to buy stuff which I do. But there’s also that personal engagement.
Sometimes I just need somebody to help me and guide me and answer some questions so that I don’t feel like I’m making this decision about some new technology or something different, that they can help me understand it and if it will meet my needs.
So I depend on the people in these stores sometimes. Do people feel that way about the people in your company?
Do they have that personal connection where they want to come there because of the person?
The stuff I can buy in there I venture to say everything I can buy in there I can buy online somewhere.
But I went in there because I needed some reassurance. I needed some questions answered,
I needed a little bit of help, I needed somebody to guide me and needed somebody to help me navigate something I’m not comfortable navigating,
Do people feel that way about your staff, your team?
Are you focusing on that with your organization, to get that personal touch, because it’s still so powerful.
Think about it: engagement, change, and the future of business. Because the way you look at the future of the business will be exactly how your business will look in the future
(You know that’s pretty good. I need to write that down. I don’t think I’ve ever said that before. Yeah, I kind of like that.)